THE ROLE 

As a Sales Professional at Oliver Brown, your purpose is simple: to make
every client feel genuinely looked after. This is a role built on
conversation, connection, and care. You are the face of the brand
and the reason clients come back. Whether a customer is buying their
first suit or their tenth, your job is to make the experience feel
personal, considered, and memorable. Everything else supports that. 

Reporting To 

Sales Floor Leader, Assistant Store Manager, Store Manager 

Works With 

Sales Team 

CLIENT EXPERIENCE 

Establishes Exceptional Experiences for Every Client 

• Put the client first in everything you do. Their experience is your priority from the moment they walk in to the moment they leave. 
• Greet every client warmly and make them feel welcome. First impressions matter and you set the tone. 
• Take time to understand what a client actually needs. Ask the right questions, listen carefully, and tailor your approach to them as an individual. 
• Guide clients with confidence and genuine enthusiasm. Share your knowledge of the product and help them make choices they will feel great about. 
• Share the Oliver Brown brand story with pride. Help clients understand what makes us different and why that matters. 
• Build lasting relationships. Remember faces, recall preferences, and make clients feel that Oliver Brown knows them. 
• Handle every interaction, whether a quick browse or a full fitting, with the same level of attention and care. 

PRODUCT & BRAND KNOWLEDGE 

Develops Expertise to Enhance Every Client Interaction 

• Develop a thorough knowledge of the Oliver Brown range: fabrics, fits, occasions, and how pieces work together. 
• Be proud of what you sell. Understand what makes Oliver Brown different and communicate that naturally in conversation. 
• Stay curious. Keep up with new product, seasonal changes, and what is resonating with clients in store. 
• Use your product knowledge to add value to every conversation, not just to close a sale. 

ACHIEVING RESULTS 

Contributes to Store Performance Through Client-Focused Selling 

• Take personal ownership of your sales performance. Know your targets and work purposefully to achieve them. 
• Understand the key performance indicators that matter: Average Order Value (AOV)
  and Units Per Transaction (UPT). Know how your actions influence them. 
• Be proactive on the floor. Do not wait for clients to come to you. Engage, offer, and create opportunities. 
• Carry out all sales transactions accurately and efficiently, ensuring a smooth and pleasant experience at every stage. 

STORE & PRESENTATION STANDARDS 

Upholds the Brand Environment 

• Maintain the store to the standard our clients expect. Replenishment, folding, and presentation are part of your role every day. 
• Take pride in your own appearance. You represent Oliver Brown and should always look the part. 
• Support the team with operational tasks as needed, contributing to a store that runs smoothly for everyone. 

BEING A GREAT TEAM MATE 

Contributes to a Positive, High-Performing Team 

• Support your colleagues and contribute to a positive, encouraging team environment. 
• Share product knowledge and client insights with the team. Everyone benefits when knowledge is shared. 
• Be receptive to feedback and coaching from your managers. Use it to grow and keep improving. 
• Be reliable, punctual, and consistent. The team depends on you showing up ready to deliver. 

What's In It For You 

• Competitive salary, based on experience + generous commission structure
• A generous Clothing Allowance.
• Discretionary discount on Oliver Brown goods.
• 21 paid company holidays + Bank Holiday’s

THE ROLE 

The Made to Measure Specialist builds Oliver Brown's business beyond the
walk-in. This is a role for someone who treats client relationships as
an asset to be built deliberately: through referrals, through corporate
and professional networks, and through the disciplined management of a
client book. You combine genuine fit and fabric expertise
with a commercial instinct for where the next client is coming from.
Where other roles respond to who walks through the door, you are also
responsible for who walks through it next. This role is central to the
growth of Oliver Brown's Made to Measure and corporate outfitting business. 

Reporting To 

Store Manager 

Works With 

Assistant Store Manager, Sales Team, Head Office 

BUSINESS DEVELOPMENT & NETWORKING 

Builds the Client Pipeline Beyond the Shop Floor 

• Proactively build a network of contacts and referral sources that bring new clients to Oliver Brown. This is not a passive part of the role; it is a core responsibility. 
• Identify and develop relationships with local businesses, professional firms,
  and corporate contacts who represent Made to Measure and corporate outfitting opportunities. 
• Represent Oliver Brown at relevant events, introductions, and networking
  opportunities that put the brand in front of the right people. 
• Turn every satisfied client into a source of future business. Ask for and
  act on referrals as a matter of course, not as an afterthought. 
• Work with the Store Manager to identify corporate accounts and B2B opportunities, from single introductions through to standing arrangements for a firm's staff. 
• Track the pipeline of prospective clients and corporate contacts, and report progress against it regularly. 

CLIENT BOOK & RELATIONSHIP MANAGEMENT 

Turns Every Client Into a Lasting Relationship 

• Maintain a detailed, accurate, and well-organised client book: measurements, fabric and fit preferences, order history, and important dates or occasions. 
• Use your client book actively. Reach out ahead of key occasions, seasons, and reorder
  points rather than waiting for the client to come back to you. 
• Treat every client record as something to be built on over years, not just logged after a single sale. Longevity of the relationship is the goal. 
• Ensure client information is captured consistently and correctly so that any
  colleague can pick up a relationship in your absence without the client
  noticing a gap. 
• Protect and grow your book deliberately. A strong Made to Measure specialist
  should be able to point to a client base that keeps returning. 

CLIENT EXPERIENCE & FIT EXPERTISE 

Delivers an Exceptional Made to Measure Experience 

• Guide clients through the Made to Measure process with genuine expertise: fabric, fit, construction, and occasion. 
• Take accurate measurements and translate client preferences into a finished garment that meets the Oliver Brown standard every time. 
• Manage the full client journey from initial consultation through fittings to collection, keeping the client informed and confident at every stage. 
• Share the Oliver Brown brand story with genuine pride, helping clients
  understand the craftsmanship and heritage behind what they are buying. 
• Handle every client, whether a longstanding relationship or a first
  appointment, with the same level of care and attention to detail. 

ACHIEVING RESULTS 

Contributes to Store Performance Through Client-Focused Selling 

• Take personal ownership of your sales performance. Know your targets and work purposefully to achieve them. 
• Understand the key performance indicators that matter: Average Order Value (AOV)
  and Units Per Transaction (UPT). Know how your actions and your client book influence them. 
• Be proactive, not reactive. New business and repeat business should both be the result of deliberate effort, not chance. 
• Carry out all sales transactions and order processes accurately and efficiently, ensuring a smooth experience at every stage. 

BEING A GREAT TEAM MATE 

Contributes to a Positive, High-Performing Team 

• Support your colleagues and contribute to a positive, encouraging team environment. 
• Share client insight, product knowledge, and networking leads with the team. A strong client book benefits the whole store, not just you. 
• Be receptive to feedback and coaching from your managers. Use it to grow and keep improving. 
• Be reliable, punctual, and consistent. The team and your clients depend on you showing up ready to deliver. 

What's In It For You 

• Competitive salary, based on experience + generous commission structure
• A generous Clothing Allowance.
• Discretionary discount on Oliver Brown goods.
• 21 paid company holidays + Bank Holiday’s

About Oliver Brown 

Oliver Brown is one of Britain's leading luxury menswear brands, combining contemporary tailoring with classic British craftsmanship. From luxury ready-to-wear collections and formalwear hire to the world's largest collection of top hats and expert antique restoration, we have been dressing gentlemen for life's most important occasions for over 25 years. 

Our customers trust us for weddings, Royal Ascot, black tie events and formal occasions where exceptional service matters just as much as exceptional products. Whether they visit one of our stores or shop online, our goal is to deliver a seamless, personal and memorable experience at every stage of their journey. 

As our business continues to grow, we are looking for an enthusiastic
Customer Services Agent to join our Customer Experience team. 

The Role 

As a Customer Services Agent, you will be one of the first points of contact for our customers, representing the Oliver Brown brand across multiple communication channels. You will provide professional, friendly and efficient support, helping customers with everything from product advice and order enquiries to formalwear hire and after-sales care. 

This is an excellent opportunity for someone who enjoys solving problems, takes pride in delivering outstanding service and wants to build a career within luxury retail and eCommerce. 

Key Responsibilities 

• Deliver exceptional customer service via email, live chat and telephone. 
• Assist customers with online orders, deliveries, returns, exchanges and product enquiries. 
• Provide guidance on sizing, styling and formalwear hire services. 
• Resolve customer issues efficiently while maintaining the highest standard of professionalism. 
• Process refunds, replacements and order amendments in line with company policies. 
• Accurately update customer records and internal systems. 
• Liaise with our warehouse, retail stores and other departments to ensure customer queries are resolved quickly. 
• Escalate complex cases where appropriate while taking ownership of each customer journey. 
• Support seasonal peaks, including Royal Ascot, weddings and promotional events. 
• Help identify opportunities to improve customer processes and the overall customer experience. 

About You 

We are looking for someone who genuinely enjoys helping people and takes pride in providing an exceptional level of service. 

You will have: 

• Excellent written and verbal communication skills. 
• Strong attention to detail with excellent organisational skills. 
• A calm, professional, and positive approach to work. 
• Confidence managing multiple customer conversations across different channels. 
• Strong problem-solving skills with the ability to think independently. 
• Good computer literacy and confidence using digital platforms. 
• A collaborative attitude and willingness to support colleagues across the business. 
• Previous customer service or retail experience is advantageous but not essential. 

Experience using platforms such as Shopify, Gorgias, Zendesk or similar customer service systems would be beneficial, although full training will be provided. 

What We Offer 

• Opportunity to join a growing British luxury menswear brand. 
• Comprehensive training and ongoing development. 
• Supportive and collaborative working environment. 
• Career progression opportunities as the business continues to expand. 
• Exposure to luxury retail, eCommerce and formalwear operations. 
• One day WFH once a week. 

If you are passionate about delivering outstanding customer experiences and would like to become part of a business that values quality, craftsmanship and exceptional service, we would love to hear from you. 

THE ROLE

As Assistant Store Manager, you play a vital role in the day-to-day running of the store. Working closely with the Store Manager, you help lead the team, maintain our exceptional standards, and ensure every customer leaves with a memorable Oliver Brown experience. You lead from the shop floor, by example, with enthusiasm, and with genuine care for both your team and our clients.



Reporting To

Store Manager, Owner, Area Manager

Works With

Sales Floor Leader, Sales Team, Head Office Stakeholders, Consultants

CLIENT EXPERIENCE & BRAND

Builds Loyalty Through an Exceptional In-Store Experience

Be a champion of the Oliver Brown client experience: warm, knowledgeable, and attentive service is our standard.

Lead by example on the shop floor. Be present, engaged, and ready to support the team and assist clients directly.

Ensure the brand story is being told in every client interaction. Product knowledge should be second nature for you and your team.

Ensure the store is always presented beautifully: well-merchandised, clean, and reflective of the Oliver Brown brand.

Understand our clients. Be attentive to their needs and help create a shopping experience that feels personal and special.

TEAM LEADERSHIP

Builds Succession, Retention and Performance Through People Development

Support the Store Manager in motivating and developing the team day to day.

Maintain a consistent leadership presence on the shop floor. The team should always know who is leading.

Help to create a positive, inclusive team culture where people enjoy coming to work and feel proud of what they do.

Communicate store goals clearly and keep the team informed and inspired through regular briefings and open conversations.

Recognise great performance and celebrate team successes, big and small.

Support team members through challenges and change, acting independently where needed.

Address any performance or conduct issues promptly and constructively, in line with company guidance.

Assume full Store Manager responsibilities in their absence.

COMMERCIAL AWARENESS

Self-Motivated, Inspiring Brand Ambassador

Support the Store Manager in monitoring sales performance against targets.

Be aware of what is selling well and what is not. Share observations with the Store Manager to help inform decisions.

Contribute ideas to improve performance and make the most of every trading opportunity.

Assist in tracking, monitoring, and communicating business results to the team.

PRODUCT & VM

Manages Product to Maximise Sell-Through

Stay across your best and slowest selling product. Use this knowledge to coach the team and feed back to Head Office on future allocation and merchandising needs.

Ensure visual standards are maintained and that the team are trained and accountable for them.

Monitor product performance on the floor. Act quickly to improve what is not working and maximise what is.

OPERATIONS & STORE STANDARDS

Creates Operational Efficiency

Compliance, stock management, and daily procedures should all be carried out to the highest standard.

Maintain the physical store to the standard Oliver Brown clients expect. Any maintenance issues should be raised and resolved promptly.

FINANCIAL CONTROL

Adhere to all cash handling and retail finance procedures. 100% compliance is always expected.

THE ROLE

The Marketing Manager is responsible for bringing the Oliver Brown brand to life across every customer touchpoint and ensuring our marketing activity supports the continued growth of the business.

This is a hands-on role for someone who combines strong creative judgement with commercial instinct. You will manage the annual marketing calendar and coordinate its execution across retail, ecommerce, digital, content and partnerships.

From seasonal campaigns and campaign shoots to window displays, email, social media and digital advertising, you will ensure every customer touchpoint feels cohesive, premium and unmistakably Oliver Brown.

You will manage the in-house marketing team, coordinate our external agency partners and work closely with the CEO and wider team to ensure marketing activity supports the commercial priorities of the business.

Oliver Brown has grown from two stores to five over the past three years, alongside a growing ecommerce business. This role offers significant responsibility and the opportunity to make a real impact within one of Britain's most exciting independent menswear brands.

Reporting To

CEO, Kristian Ferner Robson

Direct Reports

Content & Shoot Producer, Email & Social Media Executive

MARKETING PLANNING & MANAGEMENT

Turns Marketing Plans Into Action

• Manage and deliver Oliver Brown's marketing activity in line with the company's brand and commercial objectives.
• Manage the annual marketing calendar, seasonal campaign plan and trading roadmap, ensuring activity is planned effectively and delivered on time.
• Manage and support the marketing team, setting clear priorities and ensuring projects are delivered to a high standard.
• Manage the marketing budget, ensuring investment is focused on activity that supports commercial performance.
• Identify opportunities to grow brand awareness, customer acquisition, retention and lifetime value.
• Work closely with the CEO and wider team to ensure marketing priorities remain aligned with the needs of the business.

CAMPAIGNS, BRAND & CREATIVE

Ensures Everything We Put Into the World Feels Like Oliver Brown

• Manage seasonal marketing campaigns from initial concept and planning through to launch and post-campaign evaluation.
• Manage the Content & Shoot Producer, ensuring campaign production, timelines and creative output are delivered to a consistently high standard.
• Plan and deliver seasonal campaign shoots, working with photographers, stylists and external creative partners to produce premium, commercially effective content.
• Maintain a clear and consistent creative direction across marketing activity.
• Act as a guardian of the brand, maintaining consistency across every channel and customer touchpoint.
• Balance creative ambition with commercial objectives. Strong creative work should ultimately help build the brand and grow the business.

CONTENT, DIGITAL & ECOMMERCE

Connects Brand Activity With Commercial Performance

• Manage the marketing content calendar within Monday.com, ensuring campaigns, launches and projects are planned, coordinated and delivered effectively.
• Oversee the creation of marketing content across website imagery, digital advertising, email marketing and organic social media.
• Work closely with the ecommerce team to align marketing activity with the trading calendar, product launches and commercial priorities.
• Ensure digital activity supports both customer acquisition and the development of long-term customer relationships.
• Create a seamless connection between online and offline marketing so the customer experiences one Oliver Brown brand wherever they interact with us.

RETAIL MARKETING & VISUAL MERCHANDISING

Brings the Brand to Life Across Our Stores

• Coordinate window displays, in-store signage and point-of-sale materials that bring seasonal campaigns to life.
• Ensure stores have the marketing assets and support they need to deliver campaigns consistently and effectively.
• Support new store openings, retail events and local marketing initiatives that build awareness and drive footfall.
• Maintain a high standard across every physical customer touchpoint, ensuring our stores reflect the quality and attention to detail expected of Oliver Brown.

AGENCIES & PARTNERSHIPS

Gets the Best From Our External Relationships

• Manage day-to-day relationships with Oliver Brown's PR, affiliate and digital marketing agencies.
• Set clear briefs and objectives for external partners and monitor performance, budgets and timelines.
• Ensure agencies work collaboratively with the internal team and remain aligned with the wider marketing calendar.
• Identify and develop relevant partnerships and brand collaborations that strengthen awareness and support commercial growth.
• Alongside the CEO, manage Oliver Brown's race day partnerships and ensure we maximise the value of the relationship.

PERFORMANCE & REPORTING

Knows What's Working and Uses It to Make Better Decisions

• Prepare clear weekly marketing updates for the Senior Management Meeting.
• Produce monthly reporting covering campaign performance, commercial impact, marketing ROI and future opportunities.
• Understand the numbers behind marketing activity and use them to make informed recommendations about where time and budget should be invested.
• Use customer insight, performance data and market trends to continually improve marketing activity.
• Take ownership of marketing performance, understanding what is working, what isn't and where improvements can be made.

ABOUT YOU

Combines Creative Judgement With Commercial Instinct

• You will have proven marketing experience, ideally within premium retail, fashion, luxury or lifestyle, and be ready to take ownership of a broad marketing function.
• You understand how to protect and develop a premium brand while delivering measurable commercial results.
• You have experience delivering integrated campaigns across retail and ecommerce.
• You are comfortable managing creative production, including campaign shoots and external creative partners.
• You have strong knowledge of digital marketing, CRM, social media and ecommerce.
• You have experience working with agencies, marketing budgets and performance reporting.
• You are comfortable managing and developing a small team while remaining hands-on with day-to-day marketing activity.
• You are highly organised, communicate clearly and are comfortable managing multiple priorities at pace.
• You have a commercial mindset and can turn customer and performance insight into action.
• You have exceptional attention to detail and consistently maintain high standards.
• You have a genuine appreciation for premium British style, craftsmanship and customer experience.

WHAT'S IN IT FOR YOU

• Competitive salary, based on experience.
• Discretionary discount on Oliver Brown goods.
• 21 paid company holidays + Bank Holidays.
• The opportunity to take significant ownership of marketing for a growing independent British menswear brand and play an important role in its next phase of growth.